At the root of Geneys is empathy, or our passion for our customers, users, and employees—it's the basis for how we operate. As a Lead UX Researcher at Genesys, you’ll be helping create a whole new genre within the Customer Experience industry, Experience as a Service.

The UX Research team is looking for an experienced, passionate, curious, and open-minded Lead UX Researcher to help shape the future of the practice and be an advocate and evangelist for human insight across Genesys. As a valued member of the UX Research team, you are a go-to person, can work collaboratively or autonomously, and serve as an expert in user-centered best practices.

As a lead researcher you are confident in communication. You will have the opportunity to work within and across multi-disciplinary teams to design and deliver research projects, and to mentor, train and empower others to do the same. In this role, you'll also work collaboratively with Product Management and Engineering teams to create friction-less user experiences, as well as, ensure timelines and commitments are met. Ultimately, as a leader, you will elevate the research practice across Genesys.

Responsibilities / Job Duties

• Adapt and advance research as a discipline and a practice through a highly collaborative and inclusive style.
• Have expertise and mentor others in a range of user experience research approaches and take responsibility for training and craft development across Genesys.
• Help to evolve the research practice, pulling in innovative methods from external and internal expertise.
• Shape unique research methods to inform products and services across Genesys.
• Establish and facilitate best practices and evolve processes, while cultivating community.
• Represent Genesys within the wider research community, for instance by publishing articles on behalf of Genesys and presenting at conferences as a Genesys discipline leader.

Likely Skillset And Experience Will Include

• Experience leading and growing teams of researchers.
• Experience conceptualizing and facilitating research initiatives, from problem identification and evaluation through user engagement, ensuring insights shape the design of products and experiences.
• Strong strategic, analytical, and creative skills with a history of tackling and solving complex research challenges.
• Ability to work collaboratively and communicate effectively with colleagues, customers and partners.
• Comfort with ambiguity yet unstoppable drive to create order out of chaos.
• Understanding of service design and digital product design.
• Passion for evolving research methods; flexible in approaches such that you see opportunities for research where others might see constraints.

Required Qualifications

• 8+ years of proven UX/Design Research experience; preferably on agile teams.
• Experience leading and collaborating with multi-disciplinary teams.
• Experience leading and mentoring other researchers.
• Experience leading qualitative, quantitative, and mixed methods research; familiarity with a variety of methodologies, and a track record of experimenting with new research techniques.
• Demonstrated understanding of the strengths and shortcomings of diverse research methods, including when and how to apply them during the product development process.
• Experience with storytelling through various mediums and formats.
• Experience applying research insights to create design solutions.
• Has the ability to communicate impactfully with diverse stakeholders.
• Thrive in a fast-paced work environment that requires independent self-direction with an aptitude for team collaboration and open communication.
• Proactive and takes ownership for producing positive results.
• Contributes as a valued team member and colleague with leaders at all levels.
• Demonstrates personal self-awareness and desire for continual learning and personal development.
• Must possess the presentation skills and professionalism to project a professional image, both internally and externally.

Preferred Qualifications

• Degree(s) in design, anthropology, human factors, psychology, human-computer interaction, behavioral science, cognitive science, other social sciences, a related field, or equivalent practical experience.
• Experience in Enterprise SaaS.
• Experience in Support and/or Call Center business models.

Special Position Requirements

• Must be willing to travel up to 20% (Exceptions due to COVID-19)
• Ability to travel internationally